Returns & Refund Policy.
Because of the nature of what we sell, this policy differs from a typical retail return policy — here’s how it works.
Non-returnable by default
Due to the sensitivity, handling requirements, and identity/purity verification our products require, we cannot accept returns of products that have shipped, once they’ve left our facility — regardless of whether they’ve been opened. This is standard practice for cold-chain research materials and protects both parties from a product whose integrity can no longer be guaranteed once it’s left our custody.
When we will replace or refund an order
- Damaged in transit: contact us within 48 hours of delivery with photos of the package and product. See our Shipping Policy.
- Incorrect item shipped: if you received a different compound or quantity than ordered, contact us within 7 days of delivery and we’ll correct it at no cost to you.
- Documented quality issue: if a lot’s Certificate of Analysis fails to match what’s stated on the label, contact us with your lot number — we take this seriously and will investigate against our lab’s records.
- Order cancellation before shipment: orders can be cancelled for a full refund any time before they’ve shipped. Contact Order Support as soon as possible.
What we need from you
For any claim, please have your order number and, where relevant, the lot number printed on the product label ready. Photos speed up damage and mis-ship claims significantly.
Refund timing
Approved refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card issuer’s processing time.
Need help?
Reach out through Order Support or email [email protected] with your order number.